Returns & Cancellations Policy

At Howard Miller Memorial, we want you to feel confident when choosing a memorial piece. We understand this is a personal purchase, and our team is always here to help with questions before and after your order.

If something does not feel right when your order arrives, please reach out to our Customer Service team. We will do everything we can to guide you to the best next step.

Order Cancellations

We understand that sometimes a change needs to be made after an order is placed. If you need to cancel, please contact our Customer Service team as soon as possible, and we will do everything we can to help.

Orders are eligible for cancellation if the request is received before the item has entered processing, personalization, or shipment.

Because many memorial items move quickly into preparation or may be made especially for your order, cancellations may not be possible once work has begun. Personalized, engraved, custom-made, or made-to-order items cannot be canceled once production has started.

If an order has already shipped, any next steps will be handled in accordance with our Returns Policy, if the item is eligible.

Return Window

Eligible items may be returned within 30 days of delivery.

To begin a return, please contact our Customer Service team before sending anything back. This helps us make the process as smooth and supportive as possible.

Items Eligible for Return

To be eligible for return, an item must:

be in new, unused condition,
be unfilled and not used for its intended purpose
be returned in its original packaging whenever possible
be free from damage after delivery
be approved by our Customer Service team in advance.

Items That Cannot Be Returned

Because of the personal nature of these products, we are unable to accept returns on:

any urn, keepsake, or memorial item that has been filled or used for its intended purpose
personalized or engraved items
custom-made or made-to-order items,
items damaged after delivery due to misuse, mishandling, or improper storage,
clearance, final sale, or otherwise non-returnable items marked as such at the time of purchase.

This policy is in place to protect all families we serve and to maintain appropriate product standards.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We may ask for photos of the item and packaging so we can review the issue quickly.

If the issue is confirmed, we will work with you to provide a replacement, replacement part, store credit, or refund, depending on the situation.

How to Start a Return

To request a return, please contact Customer Service with:

your order number,
the name on the order,
a brief description of the issue or reason for return, photos, if applicable.

Once your return is approved, we will provide return instructions.

Return Shipping

Unless the return is due to our error or a confirmed defect, return shipping costs are the responsibility of the customer. Original shipping charges, rush shipping charges, and other expedited service fees are non-refundable.

We recommend packaging all approved returns carefully. Items that arrive back damaged due to insufficient packaging may not qualify for a refund.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to the original payment method.

Please allow a reasonable amount of time for your financial institution to post the refund after it has been processed.

Exchanges

If you need a different item, the fastest option is often to contact Customer Service so we can help determine whether a return, replacement, or new order is the best path.